FAQs

We are aware of the issue and working to fix this. On receipt of your despatch confirmation please allow a further 2 working days to receive your delivery before contacting us.

Please check that you’ve logged into your account successfully. You may also need to review your basket and make sure there are no items in your basket showing as ‘not available’ as this may restrict you from proceeding. Check your promotional code is valid and has been applied. If not, please remove and refresh your screen.

Please make sure all mandatory fields are completed, particularly the address field. Please double check the city/town as this needs to be entered.

Please notify us immediately of any discrepancies or damages with your order.

Delivery times are quoted in good faith, however we cannot be held responsible for late deliveries caused by circumstances out of our control.

Once your order has been placed we are unfortunately unable to cancel or make any amendments to the order.

Your first text will advise an estimated delivery date this will also advise your tracking number. You will then receive a further text message on the day of delivery.

Please allow up to a maximum of 7 working days for deliveries. At Botanique, we make every effort to deliver the goods to the customer as soon as possible.

For large items and/or orders you are advised to have assistance on hand as couriers will only deliver to premises kerb side and will not enter premises or deliver up or down stairs.

If you require assisted delivery into premises or up or down stairs please contact us so we can make suitable arrangements.

An excess delivery charge will apply for this service. You must ensure that any obstacles, such as doorways, are catered for.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Returns@botaniqueltd.co.uk.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at returns@Botaniqueltd.co.uk and send your item to: Botanique Ltd 20-22 Wenlock Road, London, N1 7GU, United Kingdom.

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

To return your product, you should mail your product to: Botanique Ltd 20-22 Wenlock Road, London, N1 7GU, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Questions about the Terms of Service should be sent to us at Returns@Botaniqueltd.co.uk